A service catalog as defined in Information Technology Infrastructure Library

Information Technology Infrastructure Library

The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...

 Service Design, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes:

• A description of the service
• Timeframes or service level agreement
  Service Level Agreement
  A service-level agreement is a part of a service contract where the level of service is formally defined. In practice, the term SLA is sometimes used to refer to the contracted delivery time or performance...
  
   for fulfilling the service
• Who is entitled to request/view the service
• Costs (if any)
• How to fulfill the service

A user's perspective

A user goes to a website to search for a specific service, such as a requesting a new laptop, requesting a change in
benefits, or adding a new employee to a department. The service catalog site groups services by category and allows for searching
(especially when hundreds or thousands of services are available). The user selects a desired service and sees the description and details. The user enters any pertinent information (contact information, service-specific questions) and submits the request for
service. The request requires approval, and goes through routing, service-level management, and other processes necessary to fulfill the request. The user may return to the site later to check on the status of a request, or to view overall metrics on how well the organization is performing the services it provides.

A business unit manager's perspective

Business Unit Managers determine what services to "publish" to end-users via the service catalog. Business Unit Managers and Analysts would determine what questions are to be asked of the user, any approvals necessary for a request, and what other systems or processes are needed to fulfill the request. Once the service is defined and the fulfillment process organized, these people or a more technical employee would build the requisite functionality into the service definition and then publish this to the service catalog.

External links

• How to Produce An Actionable IT Service Catalog
• The Eight Essential Elements of an IT Service Lifecycle

See also

• IT Governance
• Information Technology Infrastructure Library
  Information Technology Infrastructure Library
  The Information Technology Infrastructure Library , is a set of good practices for IT service management that focuses on aligning IT services with the needs of business. In its current form , ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage...
  
  
• IT Service Management
  IT Service Management
  IT service management is a discipline for managing information technology systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction...
  
  
• Service request management